Legacy - Setting up the Conversational Analytics Dashboard

  • Release version: Yokohama
  • Updated January 30, 2025
  • 1 minute to read

    • Set up custom events and formula definitions to create more targeted analytics.

    Important:

    Conversational Analytics dashboard is being prepared for future deprecation. It will be supported until deprecation but will no longer be available for installation. A new Conversational Analytics dashboard in Platform Analytics experience, which meets the compliance requirements of Government Community Cloud (GCC), and thus FedRAMP authorized, is available. See Conversational Analytics dashboard in Platform Analytics experience.

    For details on the deprecation process, see the Deprecation Process [KB0867184] article in the Now Support Knowledge Base.

    If you are an existing user of this dashboard and want to migrate analytics data to the new dashboard, see Migrate data to Conversational Analytics dashboard in Platform Analytics experience [KB1651556].

    The Conversational Analytics Dashboard enables you to customize the data you monitor in the following ways:
    • Date range—Specify the date range for the data displayed on the dashboard.
    • Custom events—The dashboard can display analytics about custom events you create. All events must relate to conversations. For example, you can store data about every conversation that used a specific channel, such as Slack.
    • Formula Override—Customize parameter definitions used in analytic reports. For example, by default, duration is the total time from the first to the last exchange in a conversation. You might like to override that formula by subtracting inactive times in the conversation.

    Role requirements

    For information on roles, see Legacy - Conversational Analytics dashboard roles.

    Dependencies

    The Conversational Analytics Dashboard requires the Quebec or later version of Virtual Agent.